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Reply To: Workforce management: help me

#16193
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Your best bet is to treat both programs as one. Add all data
together and calculate an average talk time for both.
Example

60 min/ATT (both programs
which will give you the calls an agent can take per hour.

Calls per hour * hours in a shift
= calls one agent can take in a shift
total calls in both queues/calls per shift.